5.0 - 9.0 years

0 Lacs

karnataka

On-site

As a Workforce Services Senior Analyst at Accenture, you will utilize your expertise in Workforce Dialer - Workforce Management (WFM) to align people and resources strategically with business objectives. Your primary responsibilities will include managing and resolving customer queries, handling escalations and complaints, and ensuring the best possible resolutions for dissatisfied customers. You will play a crucial role in closing faults and complaints within SLAs, ensuring optimal scheduling and performance management based on agent availability, call volume forecasts, and revenue targets. Your contributions will help in maximizing performance levels and competencies across the organization through various workforce management activities. To excel in this role, you should possess strong skills in Workforce Analytics and Workforce Experience Analytics, along with the ability to adapt and collaborate effectively. Excellent written and verbal communication skills, interpersonal abilities, and the capacity to meet deadlines are essential for success in this position. Proficiency in Microsoft Excel and Microsoft PowerPoint will be beneficial for carrying out your responsibilities. In this role, you will be expected to analyze and solve complex problems, with interactions primarily with peers within Accenture and occasional engagement with clients or Accenture management. You will receive minimal guidance on daily tasks but moderate instruction on new assignments. Your decisions will impact your own work as well as that of others, as you function as an individual contributor or oversee a small team. It is important to note that this position may involve working in rotational shifts and requires a minimum qualification of Any Graduation. Join Accenture, a global professional services company dedicated to leveraging technology and human ingenuity to deliver value and shared success for clients worldwide. Visit www.accenture.com to explore our diverse capabilities across various industries and be part of a dynamic team that embraces change and innovation.,

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